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Yesterday I was reminded yet again how big a difference small things make in management. I was speaking with a young woman in a very good mood. She'd just gotten out of work - she has a temporary position at a hotel, greeting guests who are in town for conferences - and at the end of the day her supervisor had told her she was doing a fine job and gave her a small card. The young woman showed me the card. It said:

"We appreciate your outstanding service! Thank you for being so welcoming, thoughtful and friendly to our guests. Please enjoy a slice of pizza & a for 75 cents as our thanks." At the bottom of the card were listed several local eateries where the card could be redeemed.

I sort of wondered why she had to pay 75 cents - why weren't the pizza and Pepsi free? But no matter. And no matter that the card's value (let's assume around here in round numbers a slice of pizza costs $3 and a Pepsi $1) was around $3.25. The young woman couldn't have been more pleased. The card was the highlight of her day.

Photo: Wikipedia

Of course the real reason she was so pleased had nothing to do with pizza or Pepsi or saving $3.25 - it was the recognition she received.

It was the simple gesture from her supervisor acknowledging that she was working diligently and doing well. The message was tangible and clearly communicated... and who doesn't enjoy a slice of pizza?

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Over the decades I was involved in more employee surveys than I can recall. But one thing I do recall is that the single issue that came up in literally all of them - a chronic source of employee frustration - was lack of recognition. Employees never felt they were getting enough of it.